Refund & Cancellation Policy

Plans run month to month or year to year. The pricing page says “cancel anytime” and this page is where that promise is made precise, so that the pricing table is not doing work the terms then walk back.

1. Cancelling — anytime

• Cancel from account settings or the billing portal at any time. No email required, no retention call, no notice period, no cancellation fee.
• Cancellation stops future renewals and takes effect at the end of the period you have already paid for. You keep full access, and the credits already granted, until then.
• You are not billed again after cancelling.

2. Fees are non-refundable

All fees are non-refundable — subscription fees (monthly and yearly), partial or unused billing periods, credit packs, and unused credits. Generation costs us real compute at the moment you run it, and credits give immediate access to that compute. By purchasing, you consent to immediate supply of a digital service and, to the extent the law allows, acknowledge that any statutory cooling-off or withdrawal right ends once supply begins.

Output you did not like, but which rendered as specified, is not refundable; nor is commercial performance — an ad that did not convert is not a service failure. Termination for breach of the Acceptable Use Policy forfeits the current period.

3. The exceptions

We always refund, without argument:

• Billing errors. Charged twice, charged after cancelling, or charged the wrong amount — refunded in full, and we fix the cause.
• Failed renders. A render that fails returns its credits to your balance automatically. This is a credit refund, not a cash refund, and it happens without you asking.
• Termination by us for convenience. If we close your account for a reason other than breach, we refund the prepaid, unearned portion of your subscription.
• Where the law requires it. If mandatory consumer- protection law where you live gives you a refund right that cannot be waived, that law applies to the minimum extent required.

We may, at our discretion and on request, refund in two further cases: a first billing period in which you generated nothing at all, and a sustained outage that stopped you using what you paid for (pro rata for the affected period). These are goodwill decisions, not entitlements, and asking is free.

If a refund is granted for any reason, the credits it covers are revoked and creative generated with them may be withdrawn; we tell you before that happens.

4. Credits

• Each billing period grants that plan’s credits into your workspace balance. Plan credits and credit packs share one balance and accumulate while your subscription is active.
• Credits have no cash value, cannot be transferred or redeemed for money, and are forfeited when your subscription lapses or your account is terminated for breach.

5. What happens to your creative

• Creative you generated stays yours — permanently, including after cancellation. Your rights in it do not lapse when you stop paying.
• Export before you go. Download your videos while the account is open. We keep hosted copies available for 30 days after cancellation so you can retrieve anything you missed; reactivating within that window restores everything.
• After 30 days, hosted copies are deleted on the schedule in the Privacy Policy and cannot be recovered. Files you already downloaded are unaffected.

6. Chargebacks

Please contact us before opening a card dispute — most billing issues are resolved within one business day. A chargeback on a validly delivered service may result in account suspension until it is resolved.

7. Trials and promotions

Where we offer a trial, the terms stated at signup take precedence over this page for that trial. Two commitments hold regardless: we tell you before a trial converts to a paid plan, and cancelling during a trial costs nothing.

8. How to ask

Write to hello@fireplaceugc.com with the account email and roughly what happened. We respond within 5 business days. Approved refunds return to the original payment method, typically within 5 to 10 business days depending on your bank. Statutory rights that cannot be waived are not affected by anything on this page.